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Director Of Customer Success & Account Management 🔥


As Director of Customer Success & Account Management, you will lead and continue to build a team of highly motivated CSM and support specialists.

Your role as the representative of the Customer Voice is critical to the direction of every part of the business. Your team will take ownership of customer issues and work closely with internal teams to ensure customer needs are understood and built into every part of the business. You will implement best practices and assist the team in leading ROI discussions with customers.

As Director of Customer Success & Account Management, you will have a critical influence on the customer retention, renewal and upsell strategy. You will influence product direction with your insight into the customer landscape. The role reports into the VP SaaS Revenue.

You’ll be the customer champion - defining the user, building empathetic pathways to the customer and making sure that the customer voice is heard across the org. You’ll also build strong relationships with Enterprise customers.

You will also contribute to:

  • Planning and predictability: Understanding and then building out the strategy for customer retention. You will define the team size, structure, and scope of roles as the customer base continues to scale.

  • Onboarding: our business works with a high volume of customers, with a land and expand model of growth, so you’ll introduce onboarding tools and techniques, and make sure every user is set up for success.

  • Tools: Introducing relevant automation tools to the org that can help keep pace with scaling (one to many).

 How Do I Know If This Is For Me?

You’re a leader who is looking for an opportunity to help scale a profitable company. You are one of those unicorns that’s capable of being both a do-er and a leader.

 Your leadership style:

  • Proven leadership skills (previous people management experience required) that focus on enablement, feedback, and growth

  • A strong desire to cultivate and produce results as a team; highly motivated towards providing coaching and guidance to produce the best team results and growth trajectories for individual team members

  • You lead with a team spirit, not with ego; you want everyone, including yourself, to do their best work; you see your success as dependent on the success of the team

  • A high level of empathy for both the user and your teammates

Your approach to Customer Experience:

  • You have customer empathy - so you can see how this product is a game changer for product teams of all shapes

  • You’re looking to use your insight into the customer voice and experience to help influence business decisions

  • You have experience laying down processes and automation tools for a high volume customer base (think thousands and thousands of users)

  • You deeply understand the importance of the customer voice and how it can influence decision making, and know what it means to be an advocate for the customer

  • You have experience defining onboarding initiatives for different levels of customers

  • You can operate in a strategic capacity but also love to roll up your sleeves and deliver

Your business acumen:

  • Exceptional verbal and written communication

  • Ability to work independently, in a dynamic fast-paced environment

  • Strong understanding of technology products, processes and implementations

  • Experience in a similar role for a SaaS-based platform





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